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ITIL is a framework for managing the delivery of the IT services around the world. It is a model for their lifecycle that recommends particular activities and processes from the development, design, delivery, as well as support of these services. Most companies adopt this framework to ensure that the delivery of their services aligns with a set of well-defined and consistent processes that include best practices. You need to understand that besides improving their delivery, these practices bring the best level of service to the users and reduce the cost of its development and deployment.
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EXIN ITILFND Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Four Dimensions of Service Management | - Partners and suppliers - Information and technology - Value streams and processes - Organizations and people |
| Topic 2: Key Concepts of Service Management | - Service relationships and value co-creation - Value, outcomes, costs, and risks |
| Topic 3: ITIL Management Practices (Overview) | - General management practices (e.g., Continual Improvement, Change Control) - Service management practices (e.g., Incident Management, Service Desk) - Technical management practices (e.g., Deployment Management) |
| Topic 4: ITIL Service Value System (SVS) | - Governance - Service Value Chain activities - Guiding principles integration - Opportunity, demand, and value |
| Topic 5: ITIL Guiding Principles | - Progress iteratively with feedback - Focus on value - Think and work holistically - Optimize and automate - Collaborate and promote visibility - Start where you are - Keep it simple and practical |
